Return & Refund Policy

Last updated: June 2, 2026

At PawlioPets, customer satisfaction is important to us. We understand that sometimes a product may not meet your expectations, and we aim to make the return and refund process as clear and fair as possible. By placing an order through our website, you agree to the terms outlined in this Return & Refund Policy.

Returns

We accept return requests within 30 days of the date your order is delivered. To be eligible for a return, the item must be in its original condition, unused, and returned in its original packaging whenever possible. We may request proof of purchase, such as an order confirmation or receipt, before processing a return request.

To initiate a return, please contact us at pawlio.service@gmail.com with your order number and a brief explanation of the reason for the return. Once your request has been reviewed, we will provide instructions regarding the next steps.

Returns sent without prior authorization may not be accepted.

Damaged, Defective, or Incorrect Items

We carefully inspect products before shipment; however, if your order arrives damaged, defective, or if you receive the wrong item, please contact us as soon as possible after delivery. To help us resolve the issue efficiently, we may ask you to provide photographs of the item and packaging.

After reviewing the information provided, we will determine the most appropriate solution, which may include a replacement, store credit, or a refund where applicable.

Refunds

Once a returned item has been received and inspected, we will notify you regarding the status of your refund. If approved, the refund will be processed to your original payment method. Please note that the time required for the refund to appear in your account may vary depending on your payment provider, bank, or credit card issuer.

Original shipping charges are generally non-refundable unless the return is the result of our error, a defective product, or another circumstance required by applicable law.

Exchanges

At this time, we may not offer direct product exchanges. If you would like a different item, color, or variation, we recommend returning the original item if eligible and placing a new order through our website.

Non-Returnable Items

Certain products may not be eligible for return due to hygiene, safety, customization, or other reasons. This may include personalized products, gift cards, clearance items, or products specifically marked as non-returnable at the time of purchase. If an item is not eligible for return, this will be clearly stated where required.

Order Cancellations

Orders are processed as quickly as possible to ensure prompt delivery. If you wish to cancel an order, please contact us immediately after placing it. While we will do our best to accommodate cancellation requests, we cannot guarantee that an order can be canceled once processing or fulfillment has begun.

If an order has already been shipped, it may be subject to the standard return process outlined in this policy.

Lost or Delayed Shipments

Once an order has been transferred to the shipping carrier, delivery times are outside of our direct control. While we will assist customers in tracking shipments and resolving carrier-related issues where possible, PawlioPets is not responsible for delays caused by customs procedures, weather conditions, carrier disruptions, incorrect shipping information provided by the customer, or other circumstances beyond our reasonable control.

If you believe your package has been lost, please contact us and we will work with the shipping carrier to investigate the matter.

Chargebacks and Payment Disputes

If you experience an issue with your order, we encourage you to contact us before initiating a chargeback or payment dispute. Many issues can be resolved quickly through our customer support team. Initiating a chargeback without first contacting us may delay the resolution process.

Consumer Rights

Nothing in this Return & Refund Policy is intended to limit or exclude any rights that you may have under applicable consumer protection laws. Where local laws provide additional rights or protections, those rights will apply.

Contact Us

If you have any questions regarding returns, refunds, damaged items, or cancellations, please contact us at:

PawlioPets
Email: pawlio.service@gmail.com

We are committed to providing fair solutions and assisting customers with any concerns regarding their orders.